IT Service Desk Manager - Night Shift ( REMOTE )

JOB TITLE: Service Desk Manager – Night Shift (REMOTE)
LOCATION: REMOTE
STATUS: Full-Time | Night Shift | Exempt

Position Summary:

We are seeking a dynamic and experienced Service Desk Manager to lead and support our remote Night Shift Service Desk team. This role is critical to ensuring consistent, high-quality technical support for end users during overnight hours. The manager will be responsible for leading a team of Service Desk Technicians, overseeing performance and escalations, driving continuous improvement, and ensuring adherence to service level agreements (SLAs) and operational standards.

Key Responsibilities:
• Lead, manage, and mentor a team of remote Service Desk Technicians during overnight hours, ensuring consistent delivery of high-quality technical support.
• Monitor and manage ticket queues, ensuring prompt response, resolution, and proper documentation in accordance with SLAs.
• Serve as an escalation point for complex or high-impact technical issues; assist technicians in root cause analysis and resolution strategies.
• Conduct regular performance reviews, coaching, and training to drive technician development and maintain a high-performing team.
• Analyze trends in service requests to identify recurring issues and implement corrective actions or process improvements.
• Coordinate with other managers, departments, and leadership to ensure seamless communication and support across shifts.
• Oversee schedule adherence and shift coverage, including managing PTO requests and on-call rotation as necessary.
• Track and report on key performance indicators (KPIs), including call metrics, resolution times, ticket quality, and customer satisfaction.
• Ensure compliance with company policies, procedures, and documentation standards.
• Participate in hiring, onboarding, and training of new team members.

Required Qualifications:
• 5+ years of experience in a technical support or service desk environment, including 2+ years in a leadership or supervisory role.
• Strong technical background with hands-on knowledge of:
• Microsoft Windows and MacOS environments
• Microsoft Office Suite
• Desktop/laptop hardware, networking equipment, printers, and mobile devices
• Active Directory and Windows NT permissions
• VPN and remote troubleshooting tools
• Proven ability to manage performance and support teams in high-volume, SLA-driven environments.
• Excellent communication and interpersonal skills; capable of translating technical language into user-friendly communication.
• Analytical thinker with strong organizational, decision-making, and problem-solving abilities.

Preferred Qualifications:
• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field
• Relevant certifications: CompTIA A+, Network+, Security+, MCP, ITIL v4 Foundations, MCSA/MCSE, CCNA
• Experience supporting phone systems (Cisco/Avaya)
• Previous experience managing a remote or distributed technical support team

Additional Requirements:
• Must be available to work full-time night shift hours (schedule to be determined).
• Must be able to manage on-call support rotation as needed.
• Ability to lift 30–100 lbs. of equipment if required (minimal, mostly remote).
• Comfortable sitting for extended periods and working in a fast-paced environment.
• Strong attendance and dependability are critical to success in this role.

Work Environment:

This is a remote, night shift position. The manager will work closely with a distributed team across different locations and must ensure operational consistency with day shift counterparts.

Company DescriptionAs a decision maker in your organization, ThinkHire understands that the most important and sometimes the heaviest burden you have is creating and developing a leadership team around you to serve as your council, your executive think tank. We understand that you want to reserve those seats for only the most qualified and talented candidates who possess the knowledge, skills and experience you will not find through your Talent Acquisition department or your typical staffing firm. Our robust executive network and database spans across the globe and is comprised of the world’s foremost authorities in their professional field. Many of our candidates already serve as industry leaders in today’s corporate workforce, while we’ve identified others as brilliant “Up and Comers” exhibiting the intellectual aptitude and business acumen of tomorrow’s C-suite. It’s these highly valued and nurtured relationships that set ThinkHire apart from the common staffing firm.

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